Every six months the Institute of Customer Service publishes its research on the state of customer satisfaction in the UK. Known as the UK Customer Satisfaction Index (UKCSI) the report provides insights into how customers perceive customer satisfaction and guidance on how organisations can improve.

Teamwork is a term often spoken about but not always demonstrated. Yet no one can succeed by themselves. Together everyone achieves more. Here are our views on what enables a group of people to become a team.

Managing performance is a key aspect of any leadership role. Enabling people to be at their best is pivotal in building employee engagement and delivering the best customer experience. Here's our tool kit to help manage the performance of your team.

Given our expertise we have set our our own beliefs and values of what is necessary to ensure that managing performance is undertaken effectively. We acknowledge that every company and organisation is unique but our experience tells us that these beliefs and values can be applied to good effect across all organisations. Read through these and ask yourself how can they be applied where you work.

When it comes to leadership and management, managing risk is something that we don’t always talk about. Yet all businesses have risks. For example, what happens if you lose a key customer? What if an important member of your team decides to leave? How can you react if your business grows and you do not have the resources in place to handle the extra demand? Here are our top tips to identify and manage the risks in your business.